Customer Experience Associate

About Our Client

Our client is on a mission to change how we power the world by making it easier for customers to save energy and money at home as part of the largest residential virtual power plant in North America.

Our client partners with industry-leading brands to better manage residential energy for users by prioritizing efficiency, savings, and comfort — and cleaner energy for everyone.

The organization is an Equal Opportunity employer striving to create a diverse, equitable, and inclusive work environment where everyone feels that they have a voice that is heard.

About The Role

As a Customer Experience (CX) Associate, this role will play a key part in helping the organization deliver exceptional support to its users as it scales to a nationwide product. This position will partner closely with the Senior Manager of Customer Experience and the broader CX team to ensure every user interaction reflects the mission to make clean energy accessible to everyone.

In this role, the associate will handle user inquiries, troubleshoot issues, and guide customers through key processes like account setup, onboarding, and performance tracking during energy-saving events. This role will also help identify trends, share feedback with internal teams, and continuously look for ways to improve how users are served.

This is an exciting opportunity to join a high-performing, mission-driven team where there will be opportunities to learn, grow, and help build the foundation for an outstanding customer experience.

Key Responsibilities

• Serve as a trusted advocate for users by ensuring their questions are answered and their issues are resolved with empathy, accuracy, and efficiency.
• Guide users through key processes such as connecting utility accounts, onboarding, and understanding their performance during energy-saving events.
• Troubleshoot and investigate user issues, identify root causes, and escalate non-routine situations as needed.
• Manage daily workflows to meet team service targets and contribute to overall customer satisfaction goals.
• Participate in team stand-ups and reflection sessions to share updates, learnings, and opportunities for improvement.
• Communicate clearly and effectively through current written channels (email and live chat) and be ready to support new channels (such as phone) as the organization grows.
• Collaborate with teammates and cross-functional partners to continuously improve the customer experience.
• Work a regular schedule within standard business hours (Monday-Friday) to ensure consistent, high-quality support for users.

Required Qualifications

• 1-2 years of experience in customer support, customer experience, or a related field (or equivalent transferable experience).
• Strong written and verbal communication skills – the ability to explain complex information clearly and with empathy.
• A genuine passion for helping people and delivering excellent service experiences.
• Comfort using online tools, troubleshooting basic technical issues, and guiding users through digital processes.
• Curiosity and a growth mindset – seeking feedback, asking questions, and continuously looking for ways to improve.
• Strong organizational skills and attention to detail; able to manage multiple requests and priorities efficiently.
• A collaborative and positive approach – thriving in a fast-paced, team-oriented environment.
• Flexibility and adaptability as the organization grows into a nationwide product offering.

Benefits

• A full-time position, with a competitive salary based on experience. The base salary for this role is: $60k - $80k.
• Fully remote work environment with home office set-up allowance.
• Real and lived work-life balance - Perks include no pre-set vacation limits (with a top-down culture of taking meaningful PTO every year!), parental leave benefits, and a corporate value of working sustainably and putting families first.
• Competitive benefits package that includes numerous health and wellness benefits.
• 401(k) plan, with employer contributions to the same.
• Opportunity to work with amazing people who are passionate about their mission, thriving in a fully-remote work environment, and learning and growing every day.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”